BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
Chapter 7:
Verbal and Nonverbal Communication in Groups
Two Essential Tools
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Verbal Communication – How you use words and language
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Nonverbal Communication – Message components other than words that
generate meaning
Language and Meaning
Denotative Meaning
The objective, dictionary-based meaning of a word
Connotative Meaning
The personal feelings connected to the meaning of a word
• Define the Word pig
Denotative Meaning
Pig: A mammal with short legs, cloven hooves, bristly hair, and a snout used
for digging.
Connotative Meanings
• A greedy and gross person
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Levels of Meaning
Abstract Words
Refer to ideas or concepts that cannot be observed or touched such as fairness,
freedom, work
• Examples: organism, animal, pet
Concrete Words
Refer to specific things that can be perceived by the senses. Concrete words
minimize misunderstanding.
• Examples: dog, beagle, Fido
Team Talk in Groups
Team Talk
• The language group members use as they work together to achieve group
goal
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Language that reveals where the group is coming from and where it is going
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Language that builds group relationships
Small Group and Team Communication
Ebru Inanc
BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
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A.
B.
C.
D.
E.
F.
Match the Team Talk Examples
Identification. Plural pronouns.
Interdependence. Cooperative, interactive words.
Power differential. Equal terms.
Social Distance. Casual language, nicknames, slang.
Conflict Management. Non-threatening tone, nonjudgmental language.
Negotiation Process. “What if” questions; summarize areas of agreement.
___ “Let’s develop a reasonable schedule.”
___ “We’ve done a great job so far, let’s keep working.”
___ “Dick, what happened to
Jane?”
__ “What if we postpone the meeting?”
__ “Hey troops, this problem ain’t a hill to die on.”
__ “Let’s step back and see if there’s some area of agreement.”
List Team Talk Techniques
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Use the pronouns we, us, and our when referring to the group and its work.
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Express shared rather than individual needs.
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Ask group members to use your first name.
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Assess Your Group’s Team Talk
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Do members talk to one another on equal terms?
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Very often Sometimes Rarely
Do members express empathy and liking?
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Very often Sometimes Rarely
Do members use nonjudgmental language?
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Very often Sometimes Rarely
Do members paraphrase one another?
Very often
Sometimes Rarely
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Use, I, You, and We Language
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I: Take responsibility for feelings and actions, but don’t overuse and appear
self-centered.
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You: Don’t shift responsibility from yourself to others.
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We: Use inclusive plural pronouns; share credit for group achievements.
Small Group and Team Communication
Ebru Inanc
BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
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Language Difficulties & Examples
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Bypassing
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Offensive Language
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Jargon
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Offensive Labels
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I’m relaxed; you’re untidy; she’s a slob.
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I’m energetic; you’re excitable; he’s out of control.
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I’m full-figured; she’s overweight; Karen is ____________________.
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Our group works hard; Lucinda’s group members are workaholics; Greg’s
group members are __________________.
Verbal Abuse
Forms of Verbal Abuse
• Tone of Voice
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Content
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Language
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Nonverbal Cues
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Volume
Examples
• Harsh, sarcastic, angry
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Cruel comments, racial slurs
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Foul or obscene words
How to Curb Verbal Abuse
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Ask for repetition: “Please repeat that.”
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Physically step back from the person.
Language and Gender
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Females tend to use language to maintain relationships and cooperate with
others.
Small Group and Team Communication
Ebru Inanc
BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
Qualifiers – “maybe,” “perhaps,” “really,
Tag questions – “The answer is 4. Right?” “Let’s not meet tonight. Is that okay?”
• Males tend to use direct and forceful language to assert their ideas and
compete with others.
Codeswitching
The ability to change from the dialect of your own culture and adopt the language
of the majority in a particular situation
People may learn codeswitching to avoid negative stereotypes about them based on
their dialect.
• PowerPoint Quiz
Research on dialects, reveals that . . .
a) People judge others by their dialect.
b) People seeking career success often change their dialect to Standard
American Speech.
c) Standard American Speech is most accepted by the majority of the
American culture.
d) We should be aware of dialect prejudices and look beyond the surface
when judging others.
e) All of the above.
Nonverbal Communication
The behavioral elements of messages other than the actual words spoken
More than 50% of all meaning is communicated nonverbally.
Types of Nonverbal Communication
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Personal Appearance
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Facial Expression and Eye Contact
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Vocal Expression
– Pitch, rate, volume, vocal variety, word stress
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Physical Expression
– Movement, posture, touch
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Environment
– Arrangement of space, use of personal space
Small Group and Team Communication
Ebru Inanc
BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
Facial Expression
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We can produce more than 1,000 different facial expressions.
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Facial expressions allow non-speakers to contribute to ongoing group
discussions.
The Significance of Eye Contact:
– Lack of eye contact may be perceived as rudeness, indifference,
nervousness, or dishonesty.
– Eye contact norms are culturally determined.
– Eye contact influences interaction in small groups.
Physical Expression
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Kinesics - The study of body movement and physical expression
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Touch can express encouragement, support, or happiness.
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Interaction between touch approachers and touch avoiders can create
misunderstandings.
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Seating Arrangements
Small Group and Team Communication
Ebru Inanc
BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
Seating Positions
Choice of seating position in groups
– For cooperative activities: Sit corner-to-corner or side-by-side
– For competitive activities: Sit across from one another
– Task leaders sit at the head of a table
– Social leaders sit in the middle of a side
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PowerPoint Quiz
Task-oriented leaders are likely to sit at the head of a table; sociallyoriented leaders are likely to sit . . .
a) in the middle position at the side of a table.
b) at various places around the table in order to sit side-by-side with every
member.
c) at the head of a table.
d) next to a task-oriented member who can keep the leader on track.
Territoriality
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The sense of personal ownership that is attached to a particular space
Examples:
– Your usual seat in a classroom or meeting room
– Marking your territory with objects (purse, book, coat, food)
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Members who fail to respect the territory of others violate an important group
norm.
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Zones of Personal Space in North America
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PowerPoint Quiz
At what distance do members of most well-established groups interact?
a) Intimate distance
b) Personal distance
c) Social distance
d) Business distance
e) Public distance
Small Group and Team Communication
Ebru Inanc
BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
Create a Supportive Communication Climate
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A group’s climate is the degree to which members feel comfortable
interacting.
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Jack Gibb describes six dialectic behaviors that influence whether a group’s
climate is supportive or defensive.
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Group Climate Dialectics
Supportive Climate
– Description
– Problem Orientation
– Spontaneity
– Empathy
– Equality
– Provisionalism
Defensive Climate
– Evaluation
– Control
– Strategy
– Neutrality
– Superiority
– Certainty
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PowerPoint Quiz
What type of supportive or defensive response is illustrated in the statement: “That’s
a stupid way to approach the problem”?
a) Descriptive
b) Evaluative
c) Problem-oriented
d) Strategic
e) Empathic
Small Group and Team Communication
Ebru Inanc
BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
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Nonverbal Immediacy
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Leaning forward
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Physical closeness to others
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Eye contact
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Openness of arms and body
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Touching
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Direct body orientation
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Relaxed posture
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Positive facial and vocal expressions
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Laughing and smiling
Small Group and Team Communication
Ebru Inanc